How can I create an automated response from Jira to the customer for Sev 3 and Sev 4 tickets to acknowledge the receipt of the ticket, and satisfy the SLA acknowledgement requirement?
If I understand your requirement correctly I would recommend using Automation. Something like this...
trigger - issue created
condition - JQL - priority in (sev 3, sev 4)
action - add public comment
this assumes a number of things like you have public comment set to stop SLA and sev 3 and 4 are actually priorities. In any event hopefully the idea will get you thinking on the solution.
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